Adoption of mobile applications for identifying tourism destinations by travellers: an integrative approach
Abstract
The purpose of the study is to provide an assessment of both how consumers adopt mobile tourism apps and how consumers use those apps to orient customer intentions to visit tourism destinations. The technology acceptance model (TAM) is used to explore customer intentions to adopt tourism apps. A survey of 630 tourism respondents found that the e-servicescape environment and e-word-of-mouth communication play major roles in determining intentions to adopt tourism apps and to visit tourism destinations. Perceived ease of use and perceived usefulness tend to be moderators of the effects of the e-servicescape environment and e-word-of-mouth communication on attitudes towards using apps. The results may be important references to conduct further validations, and critical for marketing managers when designing specific criteria to enhance mobile apps and their adoption. The different managerial implications – including apps to differential marketing tools, improving attitudes towards using tourism apps, and segmenting customers in order to design marketing strategies – are considered.
Keyword : Mobile Tourism App, Technology Acceptance Model (TAM), e-Servicescape Environment, e-Word-of-Mouth Communication, Perceived Ease of Use, Perceived Usefulness, Mobile Apps
How to Cite
Kuo, T.-S., Huang, K.-. C., Nguyen, T. Q., & Nguyen, P. H. (2019). Adoption of mobile applications for identifying tourism destinations by travellers: an integrative approach. Journal of Business Economics and Management, 20(5), 860-877. https://doi.org/10.3846/jbem.2019.10448
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Cantallops, A. S., & Salvi, F. (2014). New consumer behavior: A review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51. https://doi.org/10.1016/j.ijhm.2013.08.007
Casaló, L.V., Flavián, C., & Guinalíu, M. (2011). Understanding the intention to follow the advice obtained in an online travel community. Computers in Human Behavior, 27(2), 622-633. https://doi.org/10.1016/j.chb.2010.04.013
Casalo, L. V., Flavián, C., & Ibanez-Sanchez, S. (2017). Antecedents of consumer intention to follow and recommend an Instagram account. Online Information Review, 41(7), 1046-1063. https://doi.org/10.1108/OIR-09-2016-0253
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003). A partial least squares latent variable modeling approach for measuring interaction effects: Results from a Monte Carlo simulation study and an electronic-mail emotion/adoption study. Information systems research, 14(2), 189-217. https://doi.org/10.1287/isre.14.2.189.16018
Chiu, C. M., & Wang, E. T. (2008). Understanding web-based learning continuance intention: the role of subjective task value. Information & Management, 45(3), 194-201. https://doi.org/10.1016/j.im.2008.02.003
Chen, T. W., & Sundar, S. S. (2018, April). This app would like to use your current location to better serve you: importance of user assent and system transparency in personalized mobile services. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems (p. 537). https://doi.org/10.1145/3173574.3174111
Chu, S. C., Lien, C. H., & Cao, Y. (2018). Electronic word-of-mouth (eWOM) on WeChat: examining the influence of sense of belonging, need for self-enhancement, and consumer engagement on Chinese travellers’ eWOM. International Journal of Advertising, 1-24. https://doi.org/10.1080/02650487.2018.1470917
Choi, K., Wang, Y., & Sparks, B. (2018). Travel app users’ continued use intentions: it’s a matter of value and trust. Journal of Travel & Tourism Marketing, 1-13. https://doi.org/10.1080/10548408.2018.1505580
Davis, F. D. (1985). A technology acceptance model for empirically testing new end-user information systems: theory and results (Doctoral dissertation). Massachusetts Institute of Technology.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management science, 35(8), 982-1003. https://doi.org/10.1287/mnsc.35.8.982
Di Pietro, L., Di Virgilio, F., & Pantano, E. (2012). Social network for the choice of tourist destination: Attitude and behavioural intention. Journal of Hospitality and Tourism Technology, 3(1), 60-76. https://doi.org/10.1108/17579881211206543
eMarketer. (2014, May 2). U.S. mobile users turn to smartphones, tablets to redeem coupons. Retrieved from http://www.emarketer.com/Article/US-Mobile-UsersTurn-Smartphones-Tablets-Redeem- Coupons/1010801
eMarketer. (2016). Most digital buyers will make purchases via a smartphone by 2017. Retrieved from http://www.emarketer.com/Article/Most-Digital-Buyers-Will-Make-Purchases-via-Smartphone-by-2017/1013590
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS quarterly, 27(1), 51-90. https://doi.org/10.2307/30036519
Goyette, I., Ricard, L., Bergeron, J., & Marticotte, F. (2010). e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context. Canadian Journal of Administrative Sciences/Revue Canadienne des Sciences de l’Administration, 27(1), 5-23. https://doi.org/10.1002/cjas.129
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Hakim, L., & Deswindi, L. (2015). Assessing the effects of e-servicescape on customer intention: A study on the hospital websites in South Jakarta. Procedia-Social and Behavioral Sciences, 169, 227-239. https://doi.org/10.1016/j.sbspro.2015.01.306
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78. https://doi.org/10.1016/j.tele.2012.11.001
Harris, L. C., & Goode, M. M. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3), 230-243. https://doi.org/10.1108/08876041011040631
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing (pp. 277-319). Emerald Group Publishing Limited. https://doi.org/10.1007/978-3-319-53469-5_12
Hong, J. C., Lin, P. H., & Hsieh, P. C. (2017). The effect of consumer innovativeness on perceived value and continuance intention to use smartwatch. Computers in Human Behavior, 67, 264-272. https://doi.org/10.1016/j.chb.2016.11.001
Hopkins, C. D., Grove, S. J., Raymond, M. A., & LaForge, M. C. (2009). Designing the e-servicescape: Implications for online retailers. Journal of Internet Commerce, 8(1-2), 23-43. https://doi.org/10.1080/15332860903182487
Huang, D., Li, Z., Mou, J., & Liu, X. (2017). Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context. Information Technology & Tourism, 17(2), 203-228. https://doi.org/10.1007/s40558-016-0073-0
Hsu, C. L., & Lin, J. C. C. (2015). What drives purchase intention for paid mobile apps? – An expectation confirmation model with perceived value. Electronic Commerce Research and Applications, 14(1), 46-57. https://doi.org/10.1016/j.elerap.2014.11.003
Hsu, Y. C., & Ching, Y. H. (2011). Microblogging for strengthening a virtual learning community in an online course. Knowledge Management & E-Learning: An International Journal, 3(4), 585-598. https://doi.org/ 10.34105/j.kmel.2011.03.039
Kaplan, S., Wrzesinska, D. K., & Prato, C. G. (2018). The role of existence, relatedness, and growth needs in the intention to use conventional and electric bike sharing in a Driving-Oriented Country (No. 18-02044). Retrieved from https://trid.trb.org/View/1495149
Karjaluoto, H., Shaikh, A. A., Saarijärvi, H., & Saraniemi, S. (2018). How perceived value drives the use of mobile financial services apps. International Journal of Information Management. https://doi.org/10.1016/j.ijinfomgt.2018.08.014
Kim, W. G., Ng, C. Y. N., & Kim, Y. S. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17. https://doi.org/ 10.1016/j.ijhm.2008.03.005
Kim, S. E., Lee, K. Y., Shin, S. I., & Yang, S. B. (2017). Effects of tourism information quality in social media on destination image formation: The case of Sina Weibo. Information & Management, 54(6), 687-702. https://doi.org/ 10.1016/j.im.2017.02.009
Kurgun, H., Kurgun, O. A., & Aktaş, E. (2018). What does Web 4.0 Promise for Tourism Ecosystem? A Qualitative Research on Tourism Ecosystem Stakeholders’ Awareness. Journal of Tourism and Hospitality Management, 6(1), 55-65. https://doi.org/10.15640/jthm.v6n1a6
Lindberg, U., Salomonson, N., Sundström, M., & Wendin, K. (2018). Consumer perception and behavior in the retail foodscape–A study of chilled groceries. Journal of Retailing and Consumer Services, 40, 1-7. https://doi.org/ 10.1016/j.jretconser.2017.09.001
Maio, G. R., Haddock, G., & Verplanken, B. (2018). The psychology of attitudes and attitude change. Sage Publications Limited. https://doi.org/10.1080/13683500.2015.1043248
Manning, W. H., & DiLollo, A. (2017). Clinical decision making in fluency disorders. Plural Publishing.
McCarthy, L., Stock, D., & Verma, R. (2010). How travelers use online and social media channels to make hotel-choice decisions [Electronic article]. Cornell Hospitality Report, 10(18), 6-18.
Papadimitriou, D., Kaplanidou, K., & Apostolopoulou, A. (2018). Destination image components and word-of-mouth intentions in urban tourism: A multigroup approach. Journal of Hospitality & Tourism Research, 42(4), 503-527. https://doi.org/10.1177/1096348015584443
Pesonen, J., & Pasanen, K. (2017). A closer look at tourist information search behaviour when travelling abroad: what is the role of online marketing in choice of destination? In Information and Communication Technologies in Tourism 2017 (pp. 431-443). Springer, Cham. Retrieved from http://link.springer.com/chapter/10.1007/978-3-319-51168-9_31
Pizam, A., & Tasci, A. D. (2018). Experienscape: expanding the concept of servicescape with a multistakeholder and multi-disciplinary approach (invited paper for “luminaries” special issue of International Journal of Hospitality Management). International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2018.06.010
Prayag, G., Hosany, S., Muskat, B., & Del Chiappa, G. (2017). Understanding the relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. Journal of Travel Research, 56(1), 41-54. https://doi.org/10.1177/0047287515620567
Schroer, J., & Hertel, G. (2009). Voluntary engagement in an open web-based encyclopedia: Wikipedians and why they do it. Media Psychology, 12(1), 96-120. https://doi.org/10.1080/15213260802669466
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach. John Wiley & Sons.
Shankar, V., & Balasubramanian, S. (2009). Mobile marketing: a synthesis and prognosis. Journal of Interactive Marketing, 23(2), 118-129. https://doi.org/10.1016/j.intmar.2009.02.002
Shaikh, A. A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and informatics, 32(1), 129-142. https://doi.org/10.1016/j.tele.2014.05.003
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